Senior Manager of Network Operations - Remote

About the Role

We are seeking a Senior Manager of Network Operations to join our team at GovCIO. This remote position is pivotal in ensuring the operational success of the Office of Connected Care (OCC) and supporting our nation’s Veterans. As a Senior Manager, you will oversee daily performance, availability, and operational oversight of critical applications and services.

What You'll Do

• Lead daily NOC / Service Desk operations to ensure 24/7/365 support coverage and service availability.
• Serve as the primary escalation point for outages and high-impact incidents, providing oversight of recovery activities.
• Manage Incident, Change, Problem, and Service Level Management activities, ensuring proper documentation and classification.
• Drive continuous process improvement to enhance efficiency and service consistency.
• Coordinate with internal teams and VA stakeholders to facilitate incident response and service improvements.
• Provide leadership and development for supervisors and technicians, including onboarding and performance feedback.
• Monitor performance metrics and implement strategies to improve service outcomes.
• Participate in escalation/on-call support during high-impact incidents.

Requirements

• Bachelor’s degree in computer science, math, or electrical engineering, or equivalent work experience.
• 8 - 12 years of relevant experience, including technical service desk management.
• Strong customer service mindset with proven success in service delivery.
• Experience with monitoring/logging tools such as Splunk or SolarWinds.
• Proficient in Microsoft Office Suite and service management platforms like ServiceNow.
• Ability to travel to VA locations as needed for on-site support.
• Must be a U.S. Citizen with the ability to obtain and maintain a Public Trust security clearance.

Nice to Have

• Experience with ITIL-based service management practices.
• Hands-on experience with desktop and mobile device support.
• Familiarity with data privacy requirements and best practices.

What We Offer

• Competitive salary range of $90,000 - $100,000 per year.
• Flexible work environment with remote work options.
• Employee Assistance Program and corporate discounts.
• Learning and development opportunities, including certification assistance.
• Referral bonus program and internal mobility opportunities.
• Pet insurance and additional perks for full-time employees.